Pengaruh Kualitas Layanan terhadap Kepuasan Pelanggan dan Kepercayaan Pelanggan yang Berdampak pada Loyalitas Pelanggan Starbucks Coffee di Tunjungan Plaza Surabaya

This study aims to analyze whether service quality han an effect in customer satisfaction and customer trust which has an impact on customer loyalty. The sampel in this study is Starbucks Coffee Customer at Tunjungan Plaza Surabaya. Data in this study using google form. Data analysis techniques using WarpPls 6.0. The results showed that service quality had a significant positive effect on customer satisfaction and trust which had a significant positive effect on customer loyalty. Keywords: service quality, customer satisfaction, trust, customer loyalt